Fraud Investigation Manager

Join Vonage and help us innovate cloud communications for businesses worldwide Why this role matters:

We are seeking a Fraud Investigation Manager to lead our dedicated team of fraud investigators and play a key role in protecting the company from fraudulent activities. This role is pivotal in shaping and enforcing anti-fraud policies, ensuring financial security and driving initiatives to detect, prevent and mitigate fraud.

As Fraud Investigation Manager, you will oversee the fraud investigation staff, providing leadership, escalation support and strategic direction. You will work closely with senior management and other teams across the business to ensure best-in-class fraud detection and response strategies.

This is an exciting opportunity for a fraud professional who thrives in a fast-paced environment and is passionate about minimising losses, implementing fraud prevention strategies and fostering a culture of fraud awareness within the organisation.

Your key responsibilities:

Fraud Detection and Prevention

• Develop and implement fraud detection frameworks to prevent financial losses.
• Analyse fraud trends and collaborate with fraud product and tooling teams to enhance detection capabilities.
• Liaise with the Quality Assurance and Alerting team to refine alerting systems and fraud dashboards.

Leadership and Team Management

• Lead and mentor a team of fraud investigators, ensuring they are equipped with the necessary skills and knowledge.
• Handle fraud escalations, providing guidance and resolution strategies.
• Build and maintain performance metrics to measure team effectiveness against OKRs.

Stakeholder Engagement and Compliance

• Be the face of Fraud Investigation, representing the function in key meetings with senior management and external stakeholders.
• Work closely with Legal and Compliance teams to navigate regulatory requirements and ensure adherence to industry standards.

Documentation and Process Improvement

• Manage and contribute to a library of fraud documentation, runbooks and investigation guides.
• Support fraud risk reviews and mitigation plans, ensuring effective implementation.
• Assist the Operations Manager in the development of proactive fraud prevention initiatives.

Financial and Operational Support

• Work with the Finance team to provide key fraud insights and guidance.
• Support the Carrier team in upholding fraud prevention standards and local compliance requirements.

Qualifications and Experience:

• Educated to degree level.
• Proven experience in fraud investigation, risk management or compliance. (At least 10 years)
• Strong understanding of fraud prevention methodologies, including AML, KYC and fraud screening software.
• Experience in high-volume transaction industries (finance, telecoms, business services, etc.).
• Previous team leadership experience, with the ability to mentor and develop staff.
• Data-driven mindset, highly analytical with a strong grasp of fraud metrics.
• Skilled in Excel, SQL and business intelligence tools for fraud analysis.
• Highly numerate and detail-oriented, able to manage multiple fraud-related tasks in a dynamic environment.
• Excellent communication skills (both written and verbal).
• Strong organisational skills and ability to work in a fast-paced setting.

How you'll benefit:

• Group health insurance - Covers Employee, Spouse, Children & Parents
• Group Accident & Disability Insurance
• Flexible benefits plan for tax exemptions
• Ericsson Care Line
• Attractive leave policy
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

#LI-SK1

There's no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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